Customer Service Advisor

6 days ago

Skelmersdale, United Kingdom Chemist4U Full time

Innox Trading is a leading online multi-channel retailer that provides products which would suit everyone's needs. We have products ranging from healthcare items to disposable waste bags for campers. We are a rapidly expanding global multi-channel retailer with innovative products and exceptional customer services.

We understand that our people are key to creating a thriving business. We are also a popular UK online pharmacy (Chemist4U) that provides a broad range of treatments. Our aim is to meet and exceed all expectations of an online chemist. In order to do this, we offer a huge choice on everything from vitamins, beauty, dental, sexual well-being, prescriptions, and much more. This way we are not only an online chemist, but also attempt to go the extra mile with a rich and varied product range.

It’s an exciting period of transformation here at Innox Trading, in a rapidly changing healthcare industry. The future will require change and, importantly, your support to deliver it. Our customers sit of the heart of the reasoning behind this change.

**Role and Responsibilities**

**Customer Service**
- Ensure call customer contact first response is within 30 minutes / 1 hour.
- Outbound support to internal and external customers.
- Liaising with various departments to provide a resolution to customer service queries.
- Ensure the customer service remains exceptional, achieving first time resolution whenever possible
- Be a source of support for all customers and strive to deliver solutions to customer issues
- An initial point of contact to be prompt, efficient and courteous at all times
- Be able to handle all methods of customer contact including but not restricted to the following:
- Inbound & outbound calls

**Operations**
- Work to Key Performance Indicators set to ensure personal targets are met including but not restricted to the following:

- Ticket responses per hour
- Perform to the highest standard in a fast-paced environment
- Seek to be a positive interface across all internal and external communication
- Complete all correspondence to the expected standard
- Complete all relevant paperwork, correspondence, documents & spreadsheets accurately
- Follow agreed processes and policies to ensure work is completed accurately

**Training & Quality**
- Ensure all tasks executed are in line with the quality required
- Ensure appropriate systems are maintained for follow up, quality control and subsequent activity
- Identify training needs through support and supervision
- Contribute towards the company’s success

**Teamwork**
- Assist, support and consult with the Customer Service Manager, colleagues, internal & external customers
- Support the company across all areas and interface between the customer and departments
- Participate in all aspects of training development as directed
- Undertake any other duties which will be assigned from time to time by the Customer Service Manager/Senior Managers

**Essential Skills**
- Proven written communication skills
- Good interpersonal skills
- Ability to remain calm under pressure
- Ability to work as part of a team and on own initiative
- Good communicator
- Customer Service
- Organising
- Attention to detail and accuracy

**Desirable Skills**
- Working in a pharmacy environment would be an advantage
- Knowledge of Zendesk, Magento, PSL Analyst and e-commerce platforms preferred but not essential.
- Experience of dealing with multi-channel sites

**Personal Qualities**
- Good timekeeping
- Self-development
- Team worker
- Smart appearance
- Positive attitude
- Amiable

**Technical Requirements**

Experience and knowledge of Microsoft Word and Excel

**Job Types**: Full-time, Permanent

**Salary**: From £20,806.50 per year

**Benefits**:

- Company pension
- Employee discount
- Free parking
- Gym membership
- On-site parking
- Wellness programme

Schedule:

- Monday to Friday

**Experience**:

- Customer Services: 1 year (required)

Work Location: One location

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